Job summary
We are looking for an enthusiastic individual with a personal desire to succeed and make a difference to assist our Operational Team Lead at Hamilton House. To support your Team Lead with the management of the administration staff on a day to day basis, ensuring duties are covered as required.
The post holder will provide comprehensive administrative support to Adult Services across East Coast Community Healthcare, supporting the Operational Team Lead with day to day management, deputising in their absence.
The post holder will be required to work within an integrated Reception Administration team supporting clinicians from a number of services. Day to day functions include providing comprehensive administrative support to staff & patients to facilitate the smooth running of services, dealing with patient referrals from GP's and hospitals as well as other professionals and care agencies, maintaining / updating electronic databases, and arranging appointments; in addition to typing, filing and general office duties.
The ability to remain calm under pressure, adhere strictly to the rules of confidentiality and have a professional demeanor is essential.
Main duties of the job
To support the Operational Admin Team Lead at Hamilton House on a day to day basis covering Hamilton House and Kirkley Mill.
Ensuring the management of daily allocations and ensuring all duties required are covered and being completed, also providing comprehensive admin support to all the clinical teams. To record and report any issues to the Operational Team Lead and support them in solving these.
Deputising for Operational Admin Team Lead in terms of annual leave and sickness, ensuring service is adequately covered at all times with the right skill mix and cost efficiency.
Completing appraisals and reviews for Operational Admin band 2 staff, ensuring staff are compliant with mandatory training, experience of dashboard monitoring and to play an active part in team meetings.
Regular reviews held with the Operational Admin Team Lead to ensure Operational Admin team remain efficient and effective.
About us
ECCH is a well established health care provider and has been successfully delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders.
We are aligned to NHS terms and conditions, and offer many employee benefits, to find out more about us visit our website - www.ecch.org. We are a social enterprise and staff owned organisation which means staff can opt to be shareholders and have a real say in how ECCH is run and evolves to deliver healthcare for the future.
At the heart of our ambition, we work in partnership with and for the community to become the provider and employer of choice for community healthcare.
We encourage you to apply as early as possible as this job may close earlier than the advertised closing date once enough applications have been received.
Job description
Job responsibilities
Assist with managing
Operational Admin staff within the designated area on a day to day basis,
ensuring professional, comprehensive admin support is provided at all times,
notifying Operational Admin Team Lead if relocation of staff is required.
Deputising for Operational Admin Team Lead as required; delegated duties to include ensuring daily duties are
covered, redistributing as necessary, particularly in times of sickness.
Assist in developing closer working relationships / shared working
between co-located teams, travelling and working at other sites within the area
as required.
Complete
appraisals and reviews for Operational Admin band 2 direct reports in a timely
manner, ensuring staff are compliant with mandatory training, reporting any
issues to the Operational Admin Lead.
Regularly monitor dashboards to ensure that KPIs are
met and all patients are seen as appropriate.
Liaise with Operational Admin Lead to highlight any issues in a timely
manner to support patient treatment and provide additional training where
necessary.
To raise Quest
for any issues relating to KPI breaches, system / process failure, etc.
Ensure sickness and
annual leave records are kept up to date for clinical staff, reporting to Operational Admin Lead with any known / expected delays.
Assist with regular
reviews of processes and procedures; ensuring that tasks are completed in the
most efficient way.
Attend regular
meetings with service leads or team leads as required to ensure support is
provided for teams in the most appropriate way; advising of any process changes
that would assist clinical teams.
Attend regular team
meetings, contributing in a positive manner.
Ensure electronic
self-certificates are completed in a timely manner so that sickness records are
kept up to date.
Ensure mandatory
training is booked for all community staff, liasing with clinical teams to
ensure services remain covered.
To be responsible for
training of new admin and clerical staff as necessary.
To order stock,
stationery, equipment as necessary. To
be an authorised signatory for orders, travel claims, mileage, etc. To be involved in management of petty cash.
Any other duties, which may be required to ensure the efficient running
of the department.
All roles within East Coast Community
Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature
Behaviours in the care and service they provide to patients, service users,
stakeholders and colleagues. All members of staff should consider these as an
essential part of their job role.
Our Values outline the core behaviours that we
can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.
Underpinning our Values are our Signature
Behaviours which highlight by taking the right actions we continue to build a
strong culture. Our four Signature
Behaviours are: Compassion -
We
Listen, We Learn, We Lead|
Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.
Job description
Job responsibilities
Assist with managing
Operational Admin staff within the designated area on a day to day basis,
ensuring professional, comprehensive admin support is provided at all times,
notifying Operational Admin Team Lead if relocation of staff is required.
Deputising for Operational Admin Team Lead as required; delegated duties to include ensuring daily duties are
covered, redistributing as necessary, particularly in times of sickness.
Assist in developing closer working relationships / shared working
between co-located teams, travelling and working at other sites within the area
as required.
Complete
appraisals and reviews for Operational Admin band 2 direct reports in a timely
manner, ensuring staff are compliant with mandatory training, reporting any
issues to the Operational Admin Lead.
Regularly monitor dashboards to ensure that KPIs are
met and all patients are seen as appropriate.
Liaise with Operational Admin Lead to highlight any issues in a timely
manner to support patient treatment and provide additional training where
necessary.
To raise Quest
for any issues relating to KPI breaches, system / process failure, etc.
Ensure sickness and
annual leave records are kept up to date for clinical staff, reporting to Operational Admin Lead with any known / expected delays.
Assist with regular
reviews of processes and procedures; ensuring that tasks are completed in the
most efficient way.
Attend regular
meetings with service leads or team leads as required to ensure support is
provided for teams in the most appropriate way; advising of any process changes
that would assist clinical teams.
Attend regular team
meetings, contributing in a positive manner.
Ensure electronic
self-certificates are completed in a timely manner so that sickness records are
kept up to date.
Ensure mandatory
training is booked for all community staff, liasing with clinical teams to
ensure services remain covered.
To be responsible for
training of new admin and clerical staff as necessary.
To order stock,
stationery, equipment as necessary. To
be an authorised signatory for orders, travel claims, mileage, etc. To be involved in management of petty cash.
Any other duties, which may be required to ensure the efficient running
of the department.
All roles within East Coast Community
Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature
Behaviours in the care and service they provide to patients, service users,
stakeholders and colleagues. All members of staff should consider these as an
essential part of their job role.
Our Values outline the core behaviours that we
can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.
Underpinning our Values are our Signature
Behaviours which highlight by taking the right actions we continue to build a
strong culture. Our four Signature
Behaviours are: Compassion -
We
Listen, We Learn, We Lead|
Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.
Person Specification
Skills and Knowledge
Essential
- Knowledge of and proficient in the use of Microsoft word and Excel
- Excellent IT Skills including email use of internet
- Excellent written and verbal communication skills
- Good organisational skills
- Ability to prioritise work
- Able to adopt a diplomatic approach
- Problem solving
- Aware of data protection and confidentiality
Desirable
- Knowledge of the NHS patient information systems
- Presentation skills
Experience
Essential
- Previous experience of dealing with patients in the NHS
- Previous experience of dealing with complaints
- Experience of conflict management
Desirable
- Previous experience of statistical analysis
- Mixture of secondary care / primary care experience in employment history
Qualifications
Essential
- NVQ Level 3 or equivalent (or working towards)
Desirable
- Formal Training in complaints / conflict management or equivalent
Personal Attributes
Essential
- Superb communication and presentation skills. Ability to liaise with colleagues / clinicians / patients and members of public from all levels of the hierarchy in a professional manner
- Self-motivated with the ability to see a job through to completion
- Able to plan and prioritise own workload
- Willingness to adapt personal role
- Excellent planning and organisational skills
- Able to work under pressure and to deadlines
- Able to deal with difficult conversations and conflict management
- Willingness and ability to work across different sites
- The ability to travel across the community
- Willingness and ability to work across different sites and travel to alternative sites and across the community as required
- Ability to embrace our Culture, Values and Signature Behaviours:
- (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together)
Desirable
- Physical / mental capacity to concentrate for long periods
- Physical and mental capacity to deal with frequent interruptions
- Empathetic
- Assertive
- Organised
- Flexible
- Able to work independently as well as within a team
- Able to use own initiative
- Enthusiastic
- Professional
- Discreet
Person Specification
Skills and Knowledge
Essential
- Knowledge of and proficient in the use of Microsoft word and Excel
- Excellent IT Skills including email use of internet
- Excellent written and verbal communication skills
- Good organisational skills
- Ability to prioritise work
- Able to adopt a diplomatic approach
- Problem solving
- Aware of data protection and confidentiality
Desirable
- Knowledge of the NHS patient information systems
- Presentation skills
Experience
Essential
- Previous experience of dealing with patients in the NHS
- Previous experience of dealing with complaints
- Experience of conflict management
Desirable
- Previous experience of statistical analysis
- Mixture of secondary care / primary care experience in employment history
Qualifications
Essential
- NVQ Level 3 or equivalent (or working towards)
Desirable
- Formal Training in complaints / conflict management or equivalent
Personal Attributes
Essential
- Superb communication and presentation skills. Ability to liaise with colleagues / clinicians / patients and members of public from all levels of the hierarchy in a professional manner
- Self-motivated with the ability to see a job through to completion
- Able to plan and prioritise own workload
- Willingness to adapt personal role
- Excellent planning and organisational skills
- Able to work under pressure and to deadlines
- Able to deal with difficult conversations and conflict management
- Willingness and ability to work across different sites
- The ability to travel across the community
- Willingness and ability to work across different sites and travel to alternative sites and across the community as required
- Ability to embrace our Culture, Values and Signature Behaviours:
- (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together)
Desirable
- Physical / mental capacity to concentrate for long periods
- Physical and mental capacity to deal with frequent interruptions
- Empathetic
- Assertive
- Organised
- Flexible
- Able to work independently as well as within a team
- Able to use own initiative
- Enthusiastic
- Professional
- Discreet
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
